November 13, 2024
We hope everyone had a good summer, and autumns finds you invigorated. From our perspective, it’s probably fair to say that the highlight of Q3 was the launch of Aspire’s Interaction Experience Management (IXM) Leaderboard. This new segment reflects a significant shift in traditional customer communications that blends the traditionally separate realms of inbound and outbound interactions into a seamless and holistic customer experience. The grid assesses the emerging capabilities that ten inaugural vendors leverage to manage bi-directional customer interactions. You can read more about this new market segment here.
Alongside IXM, the CCM-CXM market continues to evolve. Here are some highlights from the vendor briefings we recorded in Q3:
Broadridge continues to focus on strengthening its Broadridge Communications Cloud platform with AI capabilities and comprehensive APIs for integration. The platform features modular, cloud-first architecture with strong security standards (including ISO 27001 certification). In addition, Broadridge’s Wealth InFocusproduct represents its next-generation agent-investor communication experience. A standardized modular approach has improved time to value and has helped customers significantly increase digital adoption. Broadridge has also established a Communications Center of Excellence (CCOE) to help clients reduce run rate costs by helping them design personalized, omni-channel digital experiences.
Crawford has introduced Accessibility Now Translate, a fast-tracking solution that addresses the growing need for efficient document translation and formatting, particularly in healthcare where regulatory requirements mandate multi-language support. The solution has demonstrated significant cost savings and improved overall speed-to-market. Crawford has made significant investments in strategic hires and continues to focus on AI-related R&D, supporting its double-digit growth. The company added new capabilities in its Workflow Normalization offering, to reduce onboarding times while creating highly scalable, on-demand, print document conversion, designed with elastic computing capabilities that enable customers to handle peak loads in real-time.
In the last quarter, Adare SEC reported significant growth, putting it ahead of its quarterly targets. Adare is continuing to focus on Disaster Recovery. It has implemented a hub & spoke system of production orchestration while continuing to invest in data management so it can streamline new customer onboarding while accommodating different current data infrastructures.
eGlue is also focused on Disaster Recovery and cyber-security. It has recently made significant investments in redundancy and availability in order to minimize the risk to its clients. eGlue has also invested in both digital communications, (with hybrid deployments in AWS and Azure), as well as printed communications with duplicate machinery, reciprocal recovery, and failover agreements with other providers. Finally, its DNOW partner networking program is beginning to see good traction.
Quadient is making great strides in automation and artificial intelligence integration while focusing on platform migration and digital transformation. Early in 2024, Quadient introduced AI co-pilot capabilities with a “bring your own” model that prioritizes AI safety in Inspire Evolve (its SaaS solution). By May 2025, Quadient plans to introduce content intelligence features for sentiment analysis, copy translation, copy suggestions, and content generation in version R17 of its flagship AnyPrem solution, Inspire Flex. It is also adding further conversion accelerators for competitive solutions and streamlining migration processes through tools like InspireXpress, which leverages artificial intelligence and machine learning. Quadient’s Digital Advantage solution enhances e-delivery capabilities while offering secure API-based delivery options as well as the ability to create responsive digital experiences. The cloud-based platform maintains a rapid two-month release cadence to keep up with customer demands and leverages automation to deliver immediate impact.
Check back in January 2025 when we look back at the final quarter of 2024. Until then, we wish you all the best for the holiday season!